WOW! That is very different that my experience. I go to the Metrotown location about once per month for a mani pedi...and the girls are always friendly and do a great job! Each mani or pedi takes about 30 min and included a foot soak and scrub, foot massage, and full cuticle work with a finish polish...and I have ALWAYS had a base and top coat applied! I love this store most for its cleanliness - the tools are sealed, the foot baths sterilized, and there is no offensive odour...and ITS A REASONABLE PRICE! Its no wonder they have had success!